We're currently representing a leading Managed Service Provider that's continuing to grow its Cloud & Contact Centre division. Due to increased demand, they're looking for a Service Delivery Specialist to join their team, managing key client accounts and ensuring an exceptional customer experience.
Job Title: Service Delivery Specialist
Location: Manchester (1 day per week in the office)
Salary: £40,000 - £45,000 (Flexibility for candidates with NICE-CX1 experience)
Additional Benefits: TOIL for Out-of-Hours Travel + Funded ITIL Certification + Career Development
What is in it for you?
- Join a supportive Service Delivery team where you'll manage your own portfolio of key client accounts while developing into a senior Service Delivery professional
- Fully funded ITIL certification - Gain an industry-recognised qualification to strengthen your service management knowledge and support your long-term career progression
- Hybrid working - Spend just one day a week in the Manchester office, with flexibility to work remotely for the remainder of the week
- National client travel approximately twice a month with Time Off In Lieu (TOIL) provided for any out-of-hours travel
- Opportunity to work with leading Cloud Contact Centre technologies, including NICE-CX1, and build valuable expertise in a growing market
Key Responsibilities:
- Manage a portfolio of 15-20 customer accounts, ensuring an exceptional service delivery experience
- Build strong relationships with senior stakeholders, leading service reviews and client presentations
- Act as the primary point of contact for customers, proactively identifying opportunities to improve service performance
- Work closely with internal technical teams to coordinate service improvements and resolve customer issues
- Support customers using Cloud Contact Centre (CCaaS) solutions, primarily NICE-CX1, ensuring service excellence throughout the customer lifecycle
What we're Looking For:
- Previous Service Delivery experience within a Managed Service Provider (MSP) environment
- Experience supporting Cloud, Telephony or CCaaS solutions
- Confident communicator with excellent relationship-building and stakeholder management skills
- Full UK driving licence (preferred) and willingness to travel nationally approximately twice per month
- NICE-CX1 experience is highly desirable, although experience with other CCaaS platforms such as 8x8 is also welcomed
Service Delivery Coordinator in Manchester employer: Hamilton Barnes
Hamilton Barnes is an exceptional employer, offering a dynamic work environment in London where innovation meets opportunity. With competitive salaries, night shift allowances, and a strong focus on employee development through ongoing training, we empower our Field Service Engineers to advance their careers while enjoying a supportive team culture. Join us to be part of a growing engineering team that values your skills and fosters professional growth.
